Agency Support Team Lead

To assist the Agency Support Manager in the development of a team-based approach to the handling Agency Support/Quality Control inquiries and functions. To provide support by hiring, training and developing professional staff. To assist in all office staff functions as needed to support the successful operation of the field force in ensuring an excellent customer experience. To oversee the daily operation of Agency Support to ensure calls, chats and tasks are handled in a timely and efficient manner with delivery of an exceptional experience. To act as a resource and coach to the members of the team to meet department and company objectives. To work toward resolution of complex issues and complaints from the Agency Support Team.

Assist the Agency Support manager in the development and implementation of strategies for improved oversight and efficiencies. Provide supervision to Agency Support by coaching and developing talent.

Assist in developing and building effective teams to achieve a high-quality customer experience of Farm Bureau Insurance agents and field office staff.

Create an environment where people feel valued, appreciated, and empowered to improve

the organization. Create an environment where ideas and opinions are shared. Provide

opportunities to share knowledge and skills while also developing and coaching team

members to reach department standards.

Use available technology to stay organized, build and motivate teams, have crucial conversations regarding expectations, perform monthly touch bases with team members, and delegate tasks as needed.

Perform periodic audit of department functions to ensure accuracy. Learn how to use information from these reviews to drive improvements in quality and consistency. Maintain departmental standards for production while maintaining accuracy.

Maintain quality assurance data and provide daily statistics of quality assurance to team

members, be able to analyze data compared to goals. Perform quality monitoring of calls, chats, and of system administration. Including spot checks on both telephone calls, chats, tickets and tasks once a trainee is released to work independently.

Bachelor’s degree required with focus on business, management insurance or finance, or equivalent experience may be considered.

Three to five years’ experience in customer service within a contact center or professional office required.

Past leadership, training, coaching, and mentoring experience required.

Willingness to pursue continuing job-related training and education required.

Demonstrated ability to use discretion when dealing with confidential material required.

Demonstrated ability to learn new technologies required.

Keyboarding skills with accuracy required.

Experienced computer usage and proven skills in Microsoft 365, including Teams, Outlook, SharePoint, Word, Excel, Forms, and PowerPoint required.

Must be accurate, detail-oriented, dependable and organized. Designations in AINS, API, or AU required, or actively being pursued.

Preferred

Professional accomplishments in AICPCU programs preferred.

Designations in AINS, API, or AU required, or actively being pursued.